Reflecting on the Global IT Outage: Lessons Learned

Category: News
Published: 22nd July 2024

< Back to Media
Abstract black and silver image

If there is a silver lining to be found following the global IT outage caused by the CrowdStrike content update, it is the lessons to be learned.  

Integration Choices and Future Evaluations 

Our decision to integrate CrowdStrike into our Managed Detection & Response Service stemmed from our belief in its excellence as an Endpoint Detection & Response (EDR) product. The widespread impact of Friday’s issues highlights that many organisations share our high regard for CrowdStrike. It is an excellent product, that is why it is so widely used. Being part of their partner network, Crowdstrike communicated closely with us on Friday, helping us to resolve our clients issues swiftly.

At Red Helix, we continually evaluate the technology solutions behind our services. This applies across our portfolio and our EDR tool is no different. We will continue our assessment to ensure we bring our clients the very best tools on the market.

Robust Incident Response and Client Support 

The recent outage tested our incident response protocols, and we emerged confident in their robustness. We detected the issue promptly and were proactive in communicating with affected clients. All our affected clients were back up and running within the working day. 

Our staffing levels ensured that even in the midst of this global crisis, each cyber specialist managed no more than two clients at a time. This proved effective in providing the required levels of attention and support. 

This incident also reinforced our company values of collaboration and continuous learning. Our team worked cohesively, sharing successful strategies and solutions both internally and with our clients. This reciprocal relationship, where clients also shared insights and tips, highlighted the strong partnerships we have built. 

Lessons from the Incident 

While the outage serves as a reminder that even the most reliable systems can encounter failures, it also emphasises the importance of resilience and preparedness. Historical precedents, such as Facebook’s 2021 outage and Heathrow Terminal 5’s software failure in 2008, remind us that these events, while disruptive, are not unheard of. 

Moving Forward 

This global IT outage has reinforced our dedication to excellence, resilience, and client collaboration. We will continue to integrate the best technologies into our services and work closely with our clients to navigate challenges together. This experience has strengthened our resolve to provide exceptional service and support, ensuring we are well-prepared for any future incidents. 

 

At Red Helix, we are committed to turning challenges into opportunities for improvement, ensuring that we and our clients emerge stronger and more resilient. For more details on the incident, see our FAQs on the outage.